Technical Support Representative

About Foundant:

At Foundant, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments. 

We’ve created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together, we’re setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively.  

Where You’ll Work: 

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive. 
• With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (SmartSimple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.  

What You’ll Do:

• You’ll provide exceptional customer support to end users. Help customers resolve day to day challenges by delivering innovative and scalable resolutions.   

• You will respond to email, online and telephone client support requests.   

• You’ll troubleshoot, triage and resolve customer support issues; providing concise details to internal teams and to the customer  

• You’ll analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business process, and escalating to subject matter experts with recommendations.  

• You’ll capture details of support requests in ticketing system powered by Zendesk. 

• You’ll ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements.  

• You’ll facilitate relationships across various customer teams, internal teams and departments to further strengthen our customer partnerships.  

• You’ll help test fixes provided by the Development team and incorporate them into client systems.  

• You’ll advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes. Provide instruction and documentation to ensure the technical success of these initiatives.  

• Some travel may be required to provide customer training. Travel is estimated to be less than 10%.  

• Other duties as assigned.  

What You’ll Need:

• A Bachelor’s degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience  

• Minimum of one (1) year experience in a similar role.  

• Successfully managed customer engagements to completion and client satisfaction.  

• Exceptionally strong and professional communication skills.  

• Must be client service oriented and believe in teamwork, collaboration, adaptability and initiative.  

• Excellent follow-through with minimal management.  

• Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems.  

• Demonstrable success in thinking strategically, executing tactically, while providing consistent and high levels of client satisfaction and retention in a fast paced environment.  

• Ability to interact both effectively with non-technical and technical users.  

• Ability to prioritize and balance multiple tasks.  

• Must be legally eligible to work in USA/Canada/Ireland/Spain. 

Why You’ll Love Working at Foundant:

• At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change. 
• We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.  
• With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success. 
• We’re committed to your professional and personal development.  With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.  
• As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals 
• You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought. 
• Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!  

Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation. 

In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact [email protected].